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How To Deal With Angry Customers

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How To Deal With Angry Customers

  1. 1. How to Deal with Angry Customers<br />
  2. 2. 5 Things You Need to Know:<br />Psychology of * <br />* Myra Golden: http://myragolden.com/industryintelligence.html<br />
  3. 3. 1. Anger Precludes Rationality<br />
  4. 4. <ul><li> Don’t pretend the anger isn’t there
  5. 5. Angry customers don’t want the chain of communication to be broken
  6. 6. “Clearly you’re upset, and resolving this issue is just as important to us as it is to you.”</li></ul>2. Anger Must Be Acknowledged<br />
  7. 7. <ul><li> Problem-solving cannot occur until the emotions have stabilized
  8. 8. Create calm before resolution phase
  9. 9. The customer needs to be in a state of mind to rationalize</li></ul>3. First Defuse Anger, Before Resolving<br />
  10. 10. <ul><li>The way the issue is handled is the “real issue”
  11. 11. What matters is how the company responds and resolves the issue
  12. 12. Service recovery has a significant impact on customer satisfaction
  13. 13. TARP Worldwide (premier customer research firm in the U.S.) that a complaining customer who is satisfied, becomes 8% more loyal than if they had no problem at all*</li></ul>4. The Issue Is Not the Issue<br />* http://www.tarp.com/home.html<br />
  14. 14. <ul><li> Allow them to vent and cool on their own
  15. 15. They are like an erupting volcano, and cannot be stopped
  16. 16. Avoid saying “calm down” or “relax” or “take it easy”, which may provoke them further</li></ul>5. Ventilation Is Crucial<br />

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